Hospitality Team Member

3 days ago

Cairns, Queensland, Australia beBeeReservations Full time $60,000 - $80,000
Guest Services Representative

We are seeking a skilled Guest Services Representative to join our team. As a key member of our front-of-house staff, you will be responsible for delivering exceptional customer service to our guests.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to handle multiple tasks and priorities in a fast-paced environment.

  • Maintains comprehensive knowledge of hotel reservation procedures, including correct forms to use, email, messages, and how to interpret availability sources within the property management system.
  • Be a trusted contact for all guests, helping them with anything from bill issues to local knowledge, and looping in management when necessary.
  • Stay one step ahead of guests' needs, recording and acting on their preferences, handling their messages, requests, questions, and concerns.
  • Take and manage guest bookings, up-selling opportunities, and telling them about ways to improve their stay.
  • Jump into other ad-hoc duties when your colleagues need your help.
  • Log all guest complaints into duty logs, guest profile notes, and ensure that management are aware of any existing or potential guest issues.
  • Effectively manage FIT and group reservations, manage waitlist and 'no show' reservations.
  • Effectively update PMS with any special requirements, early departures, extensions, etc.
  • Focus on maintaining a high level of accuracy in both hotel reservations and guest requests.
  • Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition.
  • Maintain knowledge of special rates/offers/promotions.
  • Communicate effectively and maintain key interdepartmental relationships.
  • In-depth software knowledge, including but not limited to Property Management System (PMS) and other systems.
  • Regularly communicate with hotel team to build and maintain key relationships.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A competitive salary and benefits package.

How to Apply:

To be considered for this exciting opportunity, please submit your application, including your resume and cover letter, to us.

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